Will become necessary. Chronically long mean response times also lead to worse response rates If the average response time is chronically bad it must be a situation where there are always calls waiting without an available operator. Keeping customers waiting for a long time increases the number of calls lost so not keeping customers waiting improving the average response time will reduce call losses and improve the response rate. Investigate factors contributing to high average response time A high average response time means that customers are waiting to be connected to an operator.
In other words when a customer calls there is no available operator. Since there are no vacant operators customers are kept waiting but the following cases can be cited as possible factors. No free operators due to long average processing time Average handle time is the sum of call time and wrap up time per call. Longer handle times me phone number listan fewer calls per hour per agent. . Therefore if there are more calls than all operators can handle they will not be able to handle all of them. of incoming calls This is a case where the number of operators corresponding to the number of incoming calls is not sufficient in the first place. However increasing the number of operators will increase operating costs so it may not be possible to simply increase the number of operators. Lack of center capacity.
As a result in both cases the high number of calls relative to the center capacity is a contributing factor. If enough center capacity is secured for the number of calls there may be few cases of waiting calls. So how can we increase the center capacity Broadly speaking there are methods to increase the number of operators and improve the productivity of operators. But is it easy to increase the number of operators In order to do that it will be necessary to increase the number of operation booths so it will be a big deal. AI voice recognition solution for contact centers AmiVoice.